Triage Officer

Triage Officer
Ashford
Full Time
Temporary
Provide expert housing advice and triage incoming enquiries for the Housing Options Team, ensuring residents receive timely support to prevent homelessness. THE ROLE
As a Triage Officer, you will manage and allocate new approaches to the Housing Options Team while providing administrative and frontline support to both the Housing Options Officers and Lettings Team.
Key responsibilities include:

• Triage and assess all incoming housing enquiries, allocating cases appropriately and identifying emergency cases for immediate support.
• Provide low-level housing advice via phone, email, or face-to-face, including explanations of legislation and council housing policies.
• Maintain accurate and detailed records of all communications and casework on the council’s computer system.
• Coordinate and monitor case allocations across the team to ensure fair workload distribution.
• Support Housing Options Officers by investigating cases, preparing case notes, and assisting with decision-making under housing legislation.
• Liaise with internal departments and external agencies to ensure seamless customer service.
• Contribute to the promotion and continuous improvement of housing services and homelessness prevention initiatives.

THE CANDIDATE
We are seeking candidates with previous experience in housing advice, homelessness prevention, or a customer-facing housing role.
Additional experience required:

• Knowledge of housing and homelessness legislation, including the Housing Act 1996 and Homelessness Reduction Act 2017.
• Experience working in front-line customer service, particularly with vulnerable clients.
• Ability to prioritise, plan, and allocate work effectively to meet deadlines.
• Excellent communication and interpersonal skills to engage with a range of stakeholders.
• Ability to remain calm under pressure and deliver high-quality customer service.

THE CONTRACT
Working Hours: Monday–Friday, 09:00–17:00
Length of Contract: 3 Month Temporary Contract
Rate: The pay for the role is £15.66 per hour LTD company rate. The PAYE equivalent is £13.44 per hour, inclusive of holiday. HOW TO APPLY
If interested in this role, please apply directly or email bethany.wiles@servicecare.org.uk or call 01772 208 966 and ask for Beth to discuss further
Know someone perfect for this role? We offer a £250 referral bonus for successful candidate recommendations!